success story

Building next-gen digital experiences

Leveraging Sitecore headless and Model-View-Controller (MVC) to drive customer-centric solutions

Our client specializes in customized insurance solutions, offering life, disability, and accident coverage primarily to businesses and their employees. Renowned for a customer-centric approach, the client collaborates closely with employers to design benefit packages to strengthen employees' financial security and support workforce retention.

The client aimed to stay ahead of industry trends by improving their service delivery, strengthening their brand identity, and modernizing their digital experience. They launched a refreshed self-service portal and upgraded their digital interfaces to make their platform more user-friendly and engaging. By doing so, the client sought to achieve critical business goals such as attracting new business, enhancing customer satisfaction, and driving growth through a seamless and modern digital experience.

Ensure that you open the links to enable the Next button, assuming you have read all the documents.
Okay & NextClick to Next
The Challenge

The client faced a series of critical challenges hindering its growth and market competitiveness:

  • Market positioning gaps: The client's digital offerings were falling behind competitors, making it challenging to deliver a compelling experience for brokers, employers, and end-users.
  • Outdated self-service portals: Existing portals lacked modern design and functionality, leading to low user engagement and limited satisfaction in self-service experiences.
  • Limited brand representation: The website did not effectively convey the brand's strengths, limiting its impact on business acquisition, client retention, and recruitment efforts.
  • Lack of personalization capabilities: The absence of targeted content personalization limited the client's ability to effectively engage users based on individual needs and preferences, leading to an increased number of dissatisfied customers. 
  • Ineffective search functionality: Limited search capabilities made it difficult for users to find relevant information quickly, leading to frustration and lower engagement.
  • Content delivery delays: With traditional architecture, updating and delivering content across multiple platforms was time-consuming.
The Solution

To empower our client with an enhanced digital experience platform, we implemented Sitecore 10.3 DXP with both MVC and Headless architectures. This dual approach provided flexibility, improved performance, and scalability to support the above business requirements. Here's how we transformed their digital landscape:

  • Enhanced self-service capabilities: By modernizing the client's self-service portals with the latest Sitecore MVC features, we provided users with a seamless, intuitive, and personalized experience. From accessing policy details to managing claims, MVC enabled quick content updates and dynamic rendering, ensuring faster page loads and smooth navigation. Additionally, MVC facilitated effortless integration with APIs and back-end systems, streamlining operations and enhancing the overall user experience.
  • Sitecore JSS Headless capabilities: Sitecore JSS Headless enabled us to deploy content across the web, mobile, and emerging digital channels by decoupling the front-end and back-end. This flexible headless approach ensured consistency in brand experience, as the same content can be reused across different channels.
  • Optimized search experience: Implementing Solr, an open-source search platform with Sitecore's advanced search capabilities, provided users with highly relevant, personalized search results. Solr helped index and quickly search large volumes of data with high relevance and accuracy.
  • Robust content management: Sitecore's robust Content Management System (CMS) allowed the seamless process of updating and managing content across all channels. It enabled content authors to easily create, edit, and organize content using an intuitive interface. The CMS supported flexible workflows, version control, and approval processes.  
  • Streamlined content approvals: We implemented custom workflows to streamline content approval processes, reducing the time from content creation to publication.
Digital experience
The Benefit

Our Sitecore 10.3 DXP solution delivered significant and measurable benefits for the client, transforming their existing digital experience into a powerful driver of engagement:

  • High self-service utilization: The revamped self-service portal boosted digital adoption, with over 60% of users independently managing their needs.
  • Reduced call volume: Enhanced self-service tools led to a 70% reduction in support calls, saving an estimated $1.25 million annually.
  • Enhanced customer satisfaction: Personalized, seamless digital experiences increased customer satisfaction by 45%, improving user sentiment and loyalty.
  • Increased customer retention: Tailored content and responsive service options resulted in higher retention rates and a more engaged and proactive customer base. These customers interacted more frequently with the brand and took the initiative to explore products, seek solutions, and provide feedback, leading to stronger loyalty and greater satisfaction. 
  • Streamlined content delivery processes: Automation and digital workflows cut manual processes by 90%, improving response time and ensuring faster and more consistent content delivery across platforms. 
  • Improved search experience: Because of the refined search functionality, users can quickly find relevant information, reducing frustration and leading to a more seamless and satisfying experience.
Learn more about our Sitecore capabilities

Contact our team to explore how Virtusa's Sitecore capabilities deliver personalized, scalable digital experiences that drive customer engagement and business growth. 

Learn more Click to Learn more
Related content